Service Desk Analyst
Punch Pubs & Co
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Benefits offered by this job
Job summary
Punch Pubs is seeking a Service Desk Analyst to provide first-line IT support across the business. You will work with a friendly IT team, handle tickets, troubleshoot hardware and software, and assist head office and pubs with technology needs.
Join a dynamic hospitality group that values flexibility, collaboration and ongoing development, with a strong focus on service excellence and user-friendly solutions for colleagues.
Qualifications
- Knowledge of computer hardware and software including desktops, laptops and printers.
- Experience supporting Mimecast, ManageEngine, Cisco AnyConnect/Umbrella and Microsoft 365.
- Experience with BPM/workflow-based systems is desirable, plus BC knowledge is preferred.
- Willingness to learn and keep up with IT security best practices.
Responsibilities
- Manage incoming support requests and capture required information for resolution.
- Record, update, categorise, and close tickets using the ITSM tool.
- Respond to alerts, investigate and resolve issues as required.
- Install/upgrade software and hardware, back up files and configure systems.
- Keep Punch systems patched and secure, monitor stock of IT equipment.
- Provide IT support including occasional weekend or bank holiday cover.
- Support joiners/movers/leavers with equipment and access provisioning.
- Develop user guides and FAQs to improve end-user knowledge.
Skills
Tools
Job description
- Competitive salary
- Performance related annual bonus
- Company pension
- Life insurance
- 25 holiday days + bank holidays
- Option to buy and sell holidays, plus long service days
- Health and wellbeing suite via Perkbox
- Employee assistance programme via Perkbox
- Free pay day drinks
- Progression and development opportunities
- Pub discount scheme
- Retail and leisure discount schemes
We want to create a world class team where every employee embodies the essence of 5* Partnership, supporting our brilliant Pubs. We strive to attract, develop and retain exceptional talent, ensuring each individual experiences growth, recognition and fulfilment in their roles.
We want to create a world class team where every employee embodies the essence of 5* Partnership, supporting our brilliant Pubs. We strive to attract, develop and retain exceptional talent, ensuring each individual experiences growth, recognition and fulfilment in their roles.
At Punch, we believe great pubs are built by great people, and great people don’t all look, think or act the same.
We’re proud to be a place where individuality is welcomed, differences are valued, and everyone can bring their whole self to work.
If you need adjustments or a different approach to help you shine, we’ll work with you to make it happen.
We are committed to equal opportunities for all and creating an inclusive environment where everyone can thrive.
At Punch we’re aiming to be the 5* pub company.
We want to create a world class team where every employee embodies the essence of 5* partnership, supporting our brilliant Pubs. We strive to attract, develop and retain exceptional talent, ensuring that each individual experiences growth, recognition and fulfilment in their roles.
- Thriving Together Our business is rooted in partnership and shared success. We recognise excellent performance and celebrate personal wins. We are a business that empowers our People, Publicans and Management Partners to be the best they can be because by working together, we thrive together.
- Doing Well by Doing Good It’s not only what you do, but how you do it that matters. At Punch, positive performance is driven by building trust through open communication and transparency and by putting the needs of people, planet and pub first.
- Pride in Our Stride Our people are what make us. We encourage our Punch family to take pride in their differences, show up as themselves and be unafraid to make things happen and make their mark in the world.
- Delighting Every Guest We’re passionate about hospitality and dedicated to creating exceptional guest experiences that matter. Working together to grow successful pubs, we provide unwavering support that empowers our Publicans and Management Partners to do their best work, ensuring the happiness of every guest.
Service Desk Analyst
As a Service Desk Analyst my core purpose is to: Working with our awesome IT team, this role provides first-line technical support to the Punch business. The role delivers first-class customer service through clear communication, while receiving, prioritising, documenting, and resolving end-user support requests in line with Punch processes and standards. The role also supports a range of business systems, the introduction of new systems, and the deployment of new technology to head office and field-based colleagues.
- Competitive salary
- Performance related annual bonus
- Company pension
- Life insurance
- 25 holiday days + bank holidays
- Option to buy and sell holidays, plus long service days
- Health and wellbeing suite via Perkbox
- Employee assistance programme via Perkbox
- Free pay day drinks
- Progression and development opportunities
- Pub discount scheme
- Retail and leisure discount schemes
- Manage incoming support requests, ensuring the relevant information is captured to enable a timely resolution.
- Use the IT service management tool to record, update, categorise, and close tickets. accurately, ensuring users are kept informed throughout the lifecycle of their request.
- Respond to system alerts and monitoring notifications, taking appropriate action to investigate and resolve issues where required.
- Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
- Ensure Punch systems are kept up to date with security, application, and system patches, investigating and resolving any issues that arise.
- Monitor general stock levels ensuring adequate equipment is available to fulfil business requirements.
- Test fixes to ensure issues have been fully resolved.
- Provide IT support, including occasional weekend or bank holiday cover where required.
- Support the smooth running of the Punch business by providing epic technical support across all teams and systems.
- Recognise and respond to wider business activity, proactively identifying ways in which IT can provide additional support.
- Prioritise and schedule support issues, escalating where required to the appropriate senior team member.
- Take ownership of day to day activities, proactively identifying opportunities to improve and optimise existing processes and practices.
- Develop and maintain a strong working knowledge of the software, hardware and systems supported by the organisation.
- Work confidently both independently and as part of a team to deliver technical projects as required.
- Build and maintain positive relationships with colleagues and customers, communicating effectively at all levels to provide a first-class experience for internal and external customers.
- Act as a key point of contact for new starters, providing tailored support as they become familiar with their Punch IT equipment.
- Support joiner, mover, and leaver processes, ensuring users receive the correct equipment, system access, and guidance in line with agreed IT and business procedures.
- Conduct post-resolution follow-ups, providing any additional support required and ensuring users are satisfied with the outcome.
- Develop help sheets and frequently asked questions lists for end users, improving user awareness around system use and best practice.
- All Punch teams
- Laine
- External suppliers and technology partners
- Knowledge of computer hardware and software, including desktops, laptops, printers, Windows 11, Active Directory, and Entra.
- Experience of supporting products such as, or similar to, Mimecast, ManageEngine, Cisco AnyConnect, Cisco Umbrella, Microsoft 365, and RingCentral.
- Experience of using and supporting BPM/workflow-based systems
- Experience of Microsoft Business Central and providing support & training business users is highly desirable. Desirable areas of experience to include but not limited to; creation and management of access, client installations, reporting as well as systems maintenance
- Awareness and understanding of modern IT security best practices and tools such as endpoint protection, email security, network monitoring, and vulnerability management platforms.
- Experience of working in an IT Support Team or Customer Service environment is highly desirable
- The ability to resolve and approach a problem in a logical and methodical manner
- Ability to communicate technical information and solutions clearly in user-friendly language
- Willingness to absorb and retain information quickly and keep up with IT industry best practice
- Strong attention to detail with proven analytical and problem-solving abilities
- Highly self-motivated and proactive, with the ability to manage workload priorities in a high-pressure environment and make effective use of time.
- Ability to work effectively in a team-oriented, collaborative environment.
- Good understanding of business goals and objectives
- Commitment to continuous learning and personal development.
- Professional, organised and efficient approach to work.
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